Farheen Sultana

• Handled a high volume of inbound calls, ensuring customer inquiries were addressed efficiently.
• Educated customers on investments and services offered.
• Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
• Handled customer complaints and provided effective resolutions.
• Participated in team meetings to discuss service improvements.
• Recorded inquiry details and action taken to assist customers or resolve problems.
• Escalated complex issues to professionals for further assistance and resolution.
• Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
• Provided timely feedback to management regarding customer inquiries and issues.
• Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
• Participated in ongoing training sessions to continuously improve the knowledge base and skill set within the call center environment.
• Maintain strict adherence to data protection regulations when handling customer information, always ensuring confidentiality and security.
• Worked with other customer support teams to develop consistent and equal high-quality levels of support.
• Responded proactively and positively to rapid change.
• Excellent communication skills, both verbal and written.
• Demonstrated respect, friendliness, and willingness to help, wherever needed.
• Passionate about learning, and committed to continual improvement.
• Learned and adapted quickly to new technology and software applications.
• Worked effectively in fast-paced environments.
• Self-motivated, with a strong sense of personal responsibility.

• Handled high call volume, ensuring prompt and courteous customer service.
• Operated the phone system to efficiently route calls to the appropriate departments.
• Documented and tracked customer inquiries and feedback for quality improvement.
• Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
• Utilized CRM systems to track interactions and document customer communications.
• Collected and verified customers using telephone numbers, addresses, and names.
• Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
• Supported compliance initiatives by adhering to regulatory standards in all interactions.
• Worked closely with supervisors to identify areas of improvement in the call center processes, which led to enhanced productivity levels.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency, and reducing hold times for customers.
• Reduced average call handling time, ensuring prompt service to customers, while maintaining quality interactions.
• Participated in ongoing training and development, staying current on company policies, products, and procedures, to deliver accurate information to customers.
• Exceed monthly performance metrics consistently, contributing to the success of the call center operations.
• Handled customer inquiries and resolved issues efficiently during calls.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Handled time efficiently in order to complete all tasks within deadlines.

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• Served as a role of backup for managing the day-to-day data management operations.
• Clean up and database lock activities for ongoing studies.
• Reviewed clinical research study protocols.
• Performed data management activities for Phases I and II (study set up and conduct).
• Perform edit check testing, user acceptance testing (UAT), of the electronic database to.
• Generated and resolved queries via Medidata Rave.
• Track, review, update, and close all EDC System queries.
• Worked on local lab reconciliations and central lab reconciliations.
• Performed SAE reconciliation between the clinical and safety databases.
• Vendor management involves creating data transfer agreements and working with the vendors.
• Regular imports and reconciling the data.
• Perform the Medical Dictionary for Regulatory Activities (MedDRA) and/or World Health.
• Organization Drug Dictionary (WHO-DD) medical coding procedures.
• Provide project metric reports, status updates, study progress, feedback, and advice to the project team on site performance issues, data trends, and protocol non-compliance, etc.
• Keep oversight on relevant data management activities within a project, as specified in the data management plan.
• Organize and distribute study data to facilitate statistical analysis and reporting.